As your trading company grows, it will soon get to a point where you will have to set up a customer service department. This is the department that would be tasked with the responsibility of handling customers’ complaints and concerns. It is also the department that would be handling enquiries from customers, and generally ensuring that customers are well attended to.
While setting up a customer service department for a trading company, you will need to:
- Hire the customer service personnel: these need to be people who have pleasant personalities. They also need to be folks who have requisite training and experience in customer service.
- Set up the customer service infrastructure: so this is a question of first acquiring the premises where the customer service department is to be based. Then you need to acquire the phones and computers that are to be used in customer service. Many organizations prefer to base the customer service department near the marketing department. That makes sense, because many of the issues that the customer service department deals with require input from the marketing department. In fact, there are organizations where the customer service is set up as a section within the broader marketing department.
- Create a customer service manual: this would give concise and precise instructions on how various customers’ issues are to be handled. In the absence of a customer service manual, the personnel are left to use their own discretion in dealing with customers’ issues. This is likely to lead to some rather awkward situations, because certain individuals may not always make the right decisions, if they are left to use their own discretions.
- Train the customer service personnel: you need to train your customer service personnel on how exactly you’d want your trading company’s customers to be handled. Don’t assume that the personnel will handle the customers in the right manner, just because they (the personnel) are individuals with good personalities or just because there is a customer service manual. You need to hold training sessions, where you emphasize the key points on how you’d want your company’s customers to be handled.